Skip to content

Accessibility

Accessibility

Roche Canada is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner by preventing and removing barriers to accessibility, and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act (AODA).

Our Accessible Customer Service Policy

  • Providing goods, services or facilities to people with disabilities
    Hoffmann – La Roche Ltd. (Roche Canada):
    1. Is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination
    2. Understands that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law
    3. Is committed to complying with both the Ontario Human Rights Code and the AODA
    4. Is committed to excellence in serving all customers including people with disabilities.
  • Our accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.
    Assistive devices
    People with disabilities may use their personal assistive devices when accessing our goods, services or facilities.
    We will ensure that our staff are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods, services or facilities.
    Communication
    We will communicate with people with disabilities in ways that take into account their disability and work with them to determine what method of communication works for them.
    Service animals
    We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.
    When we cannot easily identify that an animal is a service animal, our staff may ask a person to provide documentation (template, letter or form) from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.
    A service animal can be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person perform certain tasks.
    If service animals are prohibited by another law, we will do the following to ensure people with disabilities can access our goods, services or facilities:
    1. Explain why the animal is excluded
    2. Discuss with the customer another way of providing goods, services or facilities
  • Support persons
    A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.
    Notice of temporary disruption
    In the event of a planned or unexpected disruption to services or facilities for customers with disabilities Roche Canada will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.
    Training
    Roche Canada will provide accessible customer service training to:
    1. All employees and volunteers
    2. Anyone involved in developing our policies
    3. Anyone who provides goods, services or facilities to customers on our behalf.
  • Staff will be trained on accessible customer service within 30 days after being hired.

    Training will include:
    1. Purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
    2. Roche Canada’s policies related to the customer service standard
    3. How to interact and communicate with people with various types of disabilities
    4. How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
    5. For specific personnel, how to use the equipment or devices available on-site or otherwise that may help with providing goods, services or facilities to people with disabilities.
    6. What to do if a person with a disability is having difficulty in accessing Roche Canada’s goods, services or facilities
  • Staff will also be trained when changes are made to our accessible customer service policies.
    Feedback process
    Customers who wish to provide feedback on the way Roche Canada provides goods, services or facilities to people with disabilities can provide feedback in the following ways:
    1. Through the RocheCanada.com website. Access the Contact page and complete the information. Indicate that your query should be directed to Corporate Affairs.
    2. Telephone: 1-800-561-1759
    3. Write to:
      Hoffmann-La Roche Limited
      Attn: Corporate Affairs
      7070 Mississauga Road
      Mississauga, Ontario
      L5N 5M8
  • All feedback, including complaints, will be forwarded to Director, Human Resources, and responded to within 2 business days.
    Roche Canada will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.
    Documentation
    All published documents can be made available in alternative formats if requested.

Our Multi-year Accessibility Plan

  • Statement of Commitment
    Hoffmann – La Roche Limited (Roche Canada) strives to meet the needs of its employees and customers with disabilities and is working hard to remove and prevent barriers to accessibility.
    Our organization/business is committed to fulfilling our requirements under the Accessibility for Ontarians with Disabilities Act. This accessibility plan outlines the steps Roche Canada is taking to meet those requirements and to improve opportunities for people with disabilities.
    Accessible Emergency Information
    Roche Canada is committed to providing the customers and clients with publicly available emergency information in an accessible way upon request. We also provide employees with disabilities with individualized emergency response information when necessary.
    Training
    Roche Canada provides training to employees, volunteers and other staff members on Ontario’s accessibility laws and on the Human Rights Code as it relates to people with disabilities. Employees are assigned training as they join Roche Canada, and are required to complete it within 30 days of hire.
    Measures taken between 2011 and 2018:
    Roche Canada conducted an internal review of all our policies to ensure that they were inclusive of people with disabilities, and has ensured that all Roche Canada employees received training on our policies, practices and procedures that affect the way goods and services are provided to persons with disabilities. This training continues to be provided to new employees as part of their onboarding. Roche will confirm that any staff of third parties acting on our behalf have received training on serving our customers with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.
    In 2015, Roche successfully passed a document review/audit conducted by the Ministry responsible for the AODA.
    Accessibility has been integrated into Roche Canada’s Diversity & Inclusion plan. Ongoing employee education and awareness campaigns have enhanced accessibility messages, and helped relate the needs of our patients with needs of people with disabilities, including our own employees.
    We have invited external speakers to Roche Canada to educate our employees on how to interact with people with disabilities (2017), conducted an Accessibility Survey in 2016 to assess awareness, consulted to other Roche affiliates to share best practices, and created intranet pages dedicated to Accessibility Awareness.

    Measures planned beyond 2018:
    Roche will consolidate the required AODA-related training into one offering, conduct compliance audits to ensure completion of training, and continue to host various employee education and awareness events.
    Roche will continue to consult our employees with disabilities for insights on how to make more inclusive work experiences, and assign relevant mandatory training to respective employees.
    Information and Communications
    Roche Canada is committed to meeting the communication needs of people with disabilities.

    Measures taken between 2011 and 2018:
    An internal communications triage process was created for customer feedback and requests, it was accessible as required by the standard by January 1, 2015, and it is continually assessed along with our other internal practices.
    Roche ensured all publicly available information is accessible upon request by January 1, 2016.
    Roche Canada conducted an audit of its websites and content and conformed to WCAG 2.0, Level A by January 1, 2014. Our internal approval process for creation of web content includes conforming to WCAG 2.0, Level A.
    We consult people with disabilities to determine their information and communication needs.

    Measures planned beyond 2018:
    All Roche Canada websites will be and web content will be accessible according to the standard by 2021.
    Employment
    Roche is committed to fair and accessible employment practices.

    Measures taken between 2011 and 2018:
    Roche Canada has implemented the following steps to notify the public and staff that, when requested, we will accommodate people with disabilities during the recruitment and assessment processes and when people are hired.
    • Include information about accommodations for applicants with disabilities in the job posting
    • Inform those candidates who are invited to participate in interviews that they can request accommodation for disabilities
    • Keep interview formats flexible so that applicants of all abilities can participate
    • Notify successful applicants of our policies for accommodating employees with disabilities as part of their onboarding (Roche Canada has created the following resources for our employees: a brochure to highlight programs and policies designed to promote accessibility; Intranet pages dedicated to accessibility awareness; inclusive meetings guidelines.)
    • All Managers have participated in Unconscious Bias training.
  • Measures planned beyond 2018:
    Roche Canada will:
    • Continue its practice of working on a case-by-case basis with all employees who require accommodation, or modified work, or who have been absent due to disability. Our Human Resources team and benefits suppliers work with each employee and their manager to ensure the employee’s specific needs are taken into account as a customized return-to-work plan is created.
    • Continue to review existing relevant policies to ensure they conform to Ontario’s Accessibility Laws
    • Inform managers and employees of our accessibility policies and provide accessible formats or processes as requested.
    • All mandatory Training programs will be made accessible as required
    • If an employee requires accommodation or accessible formats, Roche will consult with the employee to provide a format that suits their needs.
    • Invite employees with disabilities to identify existing accessibility barriers and provide feedback and input on preventing or eliminating the barriers
    • Managers and employees will have the opportunity to participate in Unconscious Bias training
  • Roche will consolidate its current process for developing and tracking individual accommodation plans and return-to-work policies for employees that have been absent due to a disability. Roche will ensure the accessibility needs of employees with disabilities are taken into account during performance management, career development and redeployment processes, and will prevent and remove other accessibility barriers identified.
    Design of Public Spaces
    Roche will meet the Accessibility Standards for the Design of Public Spaces when building or making major modification to public spaces.

    Measures taken between 2011 and 2018:
    In 2013, Roche moved to a new facility that was designed to meet or exceed Accessibility Standards outlined in the AODA. Features such as curb ramps, sidewalk requirements, accessible picnic tables, and accessible parking spaces have been integrated into our public space.
    Roche filed the 2017 Accessibility Compliance Report, which largely focused on Design of Public Spaces.

    Measures planned beyond 2018:
    • Roche will put the following procedures in place to prevent service disruptions to its accessible parts of its public spaces.
    • As part of our ongoing maintenance protocol, accessibility-related equipment and features will be maintained regularly
    • In the event of a service disruption, we will notify the public of the service disruption and alternatives available
  • More Information
    Please visit us at http://www.rochecanada.com or contact us at:
    Hoffmann-La Roche Limited
    Attn: Corporate Affairs 7070 Mississauga Road Mississauga, Ontario
    L5N 5M8
    Telephone: 1-800-561-1759
    Accessible formats of this document are available free upon request.